Creative Virtual

DECEMBER 13, 2018

As 2018 is quickly coming to an end and planning for 2019 continues to move full steam ahead, it’s time once again to take a moment to slow down and look back over the past year. And I was honoured to be named ‘Most Influential Marketing Manager 2018 – UK’ as part of the 2018 Business Woman Elite Awards for my work at Creative Virtual.

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

aircall

DECEMBER 13, 2018

This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? How are they designing their customer support strategies as a result? Data in this report comes from a February 2018 survey of 475 U.S. 3) Increasing customer lifetime value.

Surveys 54

Surveys Customer Support B2C CRM 54

Livepro

JULY 17, 2018

livepro’s third annual Customer Experience Knowledge Management Forums are back in 2018 bigger and better than ever before. Luke Jamieson is a Leader in Customer and Employee Experience, is well-versed in Omni-Channel implementation and transformation. KEYNOTE SPEAKER SYDNEY 30th AUGUST 2018.

Transportation 40

Transportation Government Multichannel Consulting 40

Eptica

MARCH 14, 2018

Date: Wednesday, March 14, 2018 How do UK banks rate on customer experience? Published on: March 14, 2018. Government legislation is committed to making it easier than ever for customers to change banks and interest rates remain low, meaning that service is a primary differentiator between companies.

Banking 49

Banking Customer Experience Multichannel Government 49

VocalCom

DECEMBER 4, 2017

While artificial intelligence may not be new, its growing significance to the customer experience certainly is. In the past few years, many companies have recognized the power of AI for revolutionizing the sales and customer service processes. Here are five ways blended AI may transform customer service and sales in 2018.

Sales 0

Sales Contact center software Self service Contact Center 0

Eptica

APRIL 18, 2018

Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? Published on: April 18, 2018. Whether it is a flight or a break, people want a relaxing, stress-free experience, from researching destinations, booking their trip to going on the holiday itself.

Airlines 49

Airlines Customer Experience Multichannel Transportation 49

Eptica

NOVEMBER 29, 2017

Date: Wednesday, November 29, 2017 The changing face of European Customer Experience. Author: Olivier Njamfa How good are European companies at delivering the customer experience that consumers demand? This frees up their time to focus on the consumer, and their needs, improving the experience and driving loyalty.

Customer Experience 49

Customer Experience Multichannel Surveys Marketing 49

Callminer

JUNE 12, 2018

Customer Contact Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow Mule Reception!

Multichannel 140

Multichannel Contact Center Analytics Cloud contact 140

Callminer

JUNE 12, 2018

Contact Center Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow Mule Reception!

Contact Center 140

Contact Center Multichannel Analytics Cloud contact 140

Eptica

AUGUST 3, 2018

Date: Wednesday, August 8, 2018 Author: Pauline Ashenden - Marketing Manager Are telecoms operators connecting to digital customer experience? Published on: August 08, 2018. Switching on better customer service However, for years telcos have generally had a reputation for considering service as an afterthought.

Customer Experience 49

Customer Experience Best practices Multichannel Chatbots 49

Eptica

NOVEMBER 27, 2015

Date: Friday, November 27, 2015 Mobile – at the heart of the customer experience. And smartphone penetration continues to grow – figures from Zenith Optimedia show that nearly two thirds (66.5%) of consumers in key digital markets such as the United States, Western Europe and Asia Pacific , will own smartphones by 2018.

Customer Experience 51

Customer Experience Multichannel Advertising Banking 51

VocalCom

JANUARY 15, 2018

With the start of a new year, you might wonder how customer engagement will change. In the past couple of years, customer experience has been a top priority for companies, as the digital era has ushered in numerous technologies that many brands use to differentiate themselves from their competitors. Augmented reality.

Contact center software 50

Contact center software Chatbots Finance Contact Center 50

Maru Group

NOVEMBER 28, 2018

In fact, 2018 Maru/edr results from two days before the big day itself found that over half (55%) of Black Friday shoppers had already completed a discounted purchase, the majority online. Maru/edr track customer experience feedback over a number of leading retail websites. The impact on customer experience.

Multichannel 40

Multichannel Feedback Sales Customer Experience 40

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Organic Mobile Experiences Blur Channel Lines.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

ijgolding

JULY 18, 2018

During the last ten years, I have attended many Customer Experience (CX) events around the globe. I am therefore very excited to be able to share the news that Incite Group’s Customer Service & Experience Summit Europe (18-19 Sept) comes to London for the first time. Basic support resolution is not enough.

Customer Service 49

Customer Service Customer Experience Multichannel Customer Care 49

CSM Magazine

MARCH 1, 2022

Calabrio, the customer experience intelligence company, announced today that Cazoo, the UK online car retailer, is utilising its workforce management (WFM) solution to automate the planning of the company’s rapidly expanding contact centre workforce. For more information, visit www.cazoo.co.uk. About Calabrio.

Management 59

Management Multichannel Finance Employee engagement 59

Talkdesk

JANUARY 19, 2017

These advances increase what customer experience teams can do, but that also comes with a rising level of customers expectations. Not too long ago, customers handled all of their communication with companies via the phone: bookings, support, payment, etc. Multichannel vs. omnichannel.

Contact Center 42

Contact Center Multichannel Chatbots Enterprise 42

VocalCom

JANUARY 28, 2019

When it comes to winning loyalty, customer experience is the battlefield for modern brands. A recent Walker study revealed that by 2020, customer experience will overtake price and product as significant brand differentiators. Here are seven major trends shaping the customer experience in 2019.

Customer Experience 48

Customer Experience Contact center software Chatbots Customer centricity 48

Aria Solutions

AUGUST 1, 2018

Forrester conducted a survey of over 110,000 US adult consumers in 2018, to help measure how well a brand’s customer experience strengthens the loyalty of its customers. In this report, the US Customer Experience Index, 2018 , they reveal which brands rank the highest when it comes to CX quality.

Interactive Voice Response 48

Interactive Voice Response Multichannel Banking Surveys 48

Fonolo

JANUARY 9, 2018

Imagine if someone from this industry time-travelled to 2018 from, say, 5 years ago. Research firm Ovum released a new edition of their great report, “Selecting a Multichannel Cloud Contact Center”. There are a ton of improved customer experiences to be gained… Since you only pay for what you use, there’s nothing for you to risk.

Call Center 65

Call Center Multichannel APIs Contact Center 65

NICE inContact

JANUARY 30, 2018

Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018? The best contact center solution is not worth a penny if it’s not up and running.

Contact Center 74

Contact Center contact center solutions Multichannel Self service 74

NICE inContact

DECEMBER 17, 2018

At the risk of stating the obvious, customer experience (CX) can make or break your contact center operation. CX is the yardstick by which every customer judges their relationship with your business. At the heart of outstanding CX is a true multichannel or omnichannel approach to contact center service.

Multichannel 48

Multichannel Contact Center contact center solutions Cloud contact 48

Sykes

MARCH 5, 2019

HFS Research recognized Sykes Enterprises, Incorporated (“SYKES” or “the Company”) (NASDAQ: SYKE), as a true industry leader, ranking SYKES #1 for vision and go-to-market strategy and #3 overall in their Front Office Customer Engagement Operations Top 10 Report, published January 31, 2019.

Marketing 75

Marketing Technical Support Enterprise Transportation 75

Eptica

NOVEMBER 21, 2018

Date: Wednesday, November 21, 2018 Author: Anne-Claire Bellec - Marketing Director Why listening to your customers is vital to success this Christmas. Published on: November 21, 2018. The key is delivering a customer experience that engages consumers and builds loyalty, particularly online.

Multichannel 62

Multichannel Best practices Surveys Sales 62

COPC

JUNE 20, 2019

Facebook IQ reported that “two billion messages were exchanged between businesses and customers via the 100,000 chatbots on messenger” between 2017-2018. This indicates that companies have a lot of work to do to convince people this is the future of customer service. This represents a 5.6 times growth year on year. Our Research.

Chatbots 40

Chatbots Multichannel Self service Benchmark 40

Eptica

FEBRUARY 20, 2018

Date: Wednesday, February 21, 2018 5 tips to transform your social customer service. Published on: February 21, 2018. That makes social customer service a major, growing part of every brand’s customer experience. Understanding your customers to transform CX. Share this page on: Tweet.

Customer Service 55

Customer Service Multichannel Best practices Self service 55

aircall

JANUARY 26, 2018

These are the knowable things: it’s 2018, every customer wants to be treated like the monarch of small European nation, and your support staff are working tirelessly to make everyone happy. It’s also the age of multichannel communications.

CRM 91

CRM Multichannel Sales Call Center 91

Outsource Consultants

MARCH 9, 2018

In a recent article , Shelby Faris points out that while many companies have been putting emphasis on the customer experience in recent years, it can only take you so far before you need to bring the emphasis back on customer service. Agent experience will be enhanced. Stronger cloud software security. Shelby Faris .

Call Center 52

Call Center Interactive Voice Response outsourcing Multichannel 52

Call Center Pros

OCTOBER 29, 2018

Indeed, although this concept has existed for several years, many companies see it as an important development lever for 2018. The alternative is to handle multiple customer communication channels–calls, emails, web chats, and text messages–in-house. But establishing a multichannel contact center is an expensive proposition.

Business Process Outsourcing 100

Business Process Outsourcing outsourcing Technical Support Multichannel 100

COPC

OCTOBER 10, 2017

Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice: Opinions, Perceptions and Expectations , was recently released during the Execs In The Know Customer Response Summit, Chicago, on September 19-21. and Execs In The Know. And if so, why?

Multichannel 40

Multichannel Surveys Benchmark Customer Care 40

Avaya

MAY 10, 2016

According to Gartner, by year-end 2018, a customer digital assistant will recognize individuals by face and voice across channels and partners.

Multichannel 48

Multichannel Customer advocacy Customer retention Call Center 48

Eptica

DECEMBER 20, 2017

Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months. In this post Eptica CEO and founder Olivier Njamfa explores how you can make your organization truly customer centric.

Chatbots 48

Chatbots Multichannel Customer centricity Analytics 48

CrazyCall

JANUARY 11, 2019

Remember that 1 in 4 customers uses ad blocker of some kind in 2018. Top companies try to be part of this sale trend in 2018 and are going to continue it in 2019. Stay ahead of competitors and bring your top game to deliver the best customer experience. How to deal with customers losing trust?

Sales 83

Sales Advertising Marketing Chatbots 83

Outsource Consultants

MARCH 9, 2018

When considering a provider, think about any multichannel services you may also need. Our mission is to help your company provide the best customer experience, helping you achieve your business objectives cost-effectively and with the highest level of quality. Considering adding a new outsource call center partner in 2018?

outsourcing 98

outsourcing Call Center Interactive Voice Response Consulting 98

COPC

JUNE 11, 2019

Artificial intelligence (AI), which has become a trend in customer experience operations, was the theme of the Shanghai seminar. Therefore, a lot of enterprises have started to apply AI in their customer service centers. With the development of AI, more and more transactions will be handled via unassisted channels.

Finance 40

Finance Benchmark outsourcing Chatbots 40

ijgolding

MARCH 20, 2018

Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. I grew up there and eventually ended up on the east coast working in Boston for one of the first multichannel ad agencies. How did you become involved with customer experience?

Journey mapping 61

Journey mapping Customer centricity B2B Multichannel 61

ijgolding

AUGUST 3, 2018

In April 2018 I wrote an article for my column in customerthink – it was called ‘Transform or Die! Founded in 1988, FatFace is a brand that has been a firm feature on the UK high street since 1992, with over 230 stores and an online presence – they describe themselves as a multichannel retailer (as many do).

Multichannel 76

Multichannel Customer centricity Sales Management 76